Refund Policy

Money-back guarantee

If we don't deliver the agreed count, or the delivery speed falls short of what was promised, you're entitled to a refund of the affected portion of your order. No long forms — just reach out to support.

Lifetime refill

If any delivered engagement drops off later, open a chat and we'll top it back up free of charge for the lifetime of the order, as long as the service is still available. The refill guarantee is void if our Terms have been breached — for example, if the account was taken private or the username was changed.

When refunds apply

Refunds apply where an order is undelivered, only partially delivered, or significantly delayed beyond our estimates due to something on our side. Because delivery usually begins quickly, an order that has already been fully delivered as described is generally not refundable — but if you entered the wrong link or username before delivery started, contact us right away and we'll help.

What isn't covered

Refunds don't apply in these cases:

• Orders that have been fully delivered and confirmed as described.
• Free, bonus, or promotional credits (for example, a first-order credit).
• Drop-offs or downtime caused by a change on your side — going private, changing your username/handle, deleting the target post, or running a competing campaign at the same time. These are covered by refill where possible, not refund.
• Orders where our Terms & Conditions have been breached.
• Repeated or abusive refund requests, or attempts to exploit this policy.

Orders paid with credits

If you paid for an order using store credits and it qualifies for a refund, the amount is normally returned to your account as credits rather than to your card. Credits are valued at 1 credit = $1 and can be used on any future order. Promotional credits are not refundable to cash.

Chargebacks

Please contact us before opening a chargeback or payment dispute — we resolve almost every issue quickly, and a dispute filed without contacting us first is treated as fraudulent under our Terms. Where a dispute is fraudulent, we may remove engagement already delivered and suspend the account. Genuine issues are always welcome; that's what this policy is for.

How to request a refund

Email support@useviral.com with your order number and a short description of the issue. Most requests are reviewed within a few hours; more complex ones within 1–3 business days. Approved refunds are returned to your original payment method (or as credits, for credit-paid orders).

Processing time

Once approved, refunds are issued promptly on our side. Depending on your bank or payment provider, it can take a few business days — typically up to 7–10 — for the funds to appear on your statement.